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About this role:

Wells Fargo is seeking an Escalation Associate to join the Stakeholder, Agency, Government, and Executive Complaints (S.A.G.E.) Enterprise Complaints Management Office Contact Center. In this role, you will serve as a trusted escalation resource, responsible for resolving complex and sensitive customer issues across a wide range of financial products, including deposit accounts, retail and consumer credit cards, and personal and business loans. This is an opportunity to build your career with Wells Fargo while making a meaningful impact through thoughtful, customer-focused problem resolution.

In this role, you will research escalated complaints related to applications, claims, and account activity, applying strong judgment and critical thinking to identify root causes and deliver timely, effective resolutions. This role is ideal for someone who excels in navigating complex situations, balancing risk awareness with exceptional customer service.

In this role, you will:

• Research and resolve escalated inquiries and complaints including review of in process, closed, or cancelled single loan or credit exceptions, applications, claims, files or online transactions
• Determine appropriate course of action by conducting investigative steps to identify the issues, research product information, and process complex or corrective transactions online
• Review escalated inquiries and complaints that require special handling, process complex or corrective transactions online, and ensure resolution or negotiation of sensitive and time critical matters
• Receive direction from supervisors and exercise judgment within defined parameters while developing understanding of investigative steps to identify and resolve issues, terms, conditions, and contracts to ensure the process and documentation are in compliance with internal company requirements, insurer guidelines, investor requirements or government regulations
• Provide information to the management committee members, agencies, or business leaders related to the escalated inquiries and complaints

Required Qualifications:

• 6+ months of Customer Contact within a Financial Services Environment, Financial Services Operations, Underwriting, and Quality Assurance experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• Bilingual reading, writing, speaking, and listening proficiency in Spanish/English

Desired Qualifications:

• Product knowledge in the area of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products
• 6+ months of branch banking products and services and/or consumer/retail credit cards and/or business banking or lending products experience
• Advanced communication skills in Spanish and English (written and verbal)
• Experience resolving and working through escalated and complex issues
• Experience working executive office complaints
• Experience managing complaints effectively and professionally
• Client service focus with the ability to listen to and identify customer needs
• Ability to recommend solutions to customer needs and take the necessary steps to problem solve
• Ability to think critically and think outside the box to come up with creative solutions to complex issues
• Strong research skills and background
• Intermediate Microsoft Office (Word, Excel, and Outlook) skills
• Strong analytical skills with high attention to detail and accuracy to ensure adherence to compliance standards
• Strong organizational and multi-tasking skills
• Strong time management skills with the ability to manage varied caseloads in a fast-paced environment
• Ability to maintain a pipeline of cases and accurately prioritize

Job Expectations:

• Hybrid schedule 1 week office / 1 week home
• Must complete and pass required language assessment

Posting Location(s):

• 800 S Jordan Creek Pkwy WEST DES MOINES, IA 50266
• 401 Las Colinas Blvd W Bldg B IRVING, TX 75039
• 1801 Park View Dr SHOREVIEW, MN 55126
• 2800 S Price Rd CHANDLER, AZ 85286
• 4101 Wiseman Blvd Bldg. 308 SAN ANTONIO, TX 78251
• 3201 N 4th Ave SIOUX FALLS, SD 57104

@RWF22

Pay Range

Reflected is the base pay range offered for this position. Pay may vary depending on factors including but not limited to demonstrated examples of prior performance, skills, experience, or work location. Employees may also be eligible for incentive opportunities.

$28.85 - $48.08

Benefits

Wells Fargo provides eligible employees with a comprehensive set of benefits, many of which are listed below. Visit Benefits - Wells Fargo Jobs for an overview of the following benefit plans and programs offered to employees.

• Health benefits
• 401(k) Plan
• Paid time off
• Disability benefits
• Life insurance, critical illness insurance, and accident insurance
• Parental leave
• Critical caregiving leave
• Discounts and savings
• Commuter benefits
• Tuition reimbursement
• Scholarships for dependent children
• Adoption reimbursement

Posting End Date:

8 Apr 2026

• Job posting may come down early due to volume of applicants.

We Value Equal Opportunity

Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.

Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.

Applicants with Disabilities

To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo.

Drug and Alcohol Policy

Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.

Wells Fargo Recruitment and Hiring Requirements:

a. Third-Party recordings are prohibited unless authorized by Wells Fargo.

b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.